Managing Patient Belongings: A Shared Responsibility

By Cathy Mixon
Patient Relations Liaison
M Health Fairview
On behalf of the Lost Belongings Workgroup of the Patient Advocacy Community

This PX blog is the second in a series that builds on the content from “Where Are My Things? Best Practices for Safeguarding Patient Belongings in Hospitals,” a handbook for those managing patient belongings in hospitals. While the handbook is informative in its own right, the blog series will further illustrate best practices, making the concepts more relatable and actionable. We hope the success stories and challenges shared will ensure management of patient belongings is elevated in priority and focus.

Navigating life requires guidance—clear directions on where we need to go and what rules to follow to reach our destination safely and, hopefully, with all our personal possessions in tow. Similarly, when a patient enters the world of healthcare, it is our responsibility to help them understand our expectations for their journey. We must clearly communicate how they will make their way through our system while ensuring their valuables and sentimental items are safeguarded along the way.

I would like to share a patient story about Oscar (name has been changed to protect patient’s identity), a 78-year-old patient who was admitted to the hospital following an outpatient cardiac procedure. While Oscar thought he was going to go home after his procedure, he was unexpectedly admitted to the patient care unit. Oscar orientated himself to his new room and quickly realized he did not have his glasses with him. Oscar alerted the staff, who searched the area but were unable to locate his glasses on the unit.

Oscar is legally blind without his glasses, and he was unable to fully participate in his care without them. Oscar’s requests to search the pre-procedure room for his missing glasses were dismissed, and he became increasing distrustful of staff. When Oscar’s wife arrived, she requested to accompany Security staff to the pre-procedural room to look for the missing glasses herself, and she successfully located them on the shelf. Oscar was grateful to have his glasses returned to him; however, due to the way the staff dismissed his concerns, he left the hospital prior to the completion of his care.

Clear and respectful communication is key when addressing patient concerns and establishing expectations. In Oscar’s story, his frustration stemmed from the lack of specific communication from staff about how his concern—his missing glasses—would be resolved. This gap in communication led to distrust, as Oscar was left uncertain about the steps being taken to help him. Without his glasses, he couldn’t fully engage in his own care, further increasing his anxiety.

Oscar’s experience highlights how important it is for staff to not only listen to patient concerns but also to explain clearly what actions will be taken. When patients understand the plan and know that their concerns are being taken seriously, they are more likely to trust their care team and feel empowered to participate in their treatment. Effective communication not only builds trust but also supports patient engagement, which is critical to their overall care experience.

Clear communication between staff and patients is essential for managing patient belongings and preventing the loss of valuable or sentimental items during a hospital stay. At M Health Fairview, we’ve taken proactive steps by developing a comprehensive patient handout. This document outlines both the patient’s and the organization’s responsibilities when it comes to safeguarding personal items during hospitalization.

The handout details:

• Patient Responsibilities: Guidance on what patients should bring to the hospital and how to care for personal belongings like eyeglasses, hearing aids, and other essential items.
• Organization’s Responsibilities: Details on how the hospital staff tracks and manages these belongings, ensuring they are kept safe throughout the patient’s stay.
• Lost Item Protocols: Instructions on what steps a patient should take if an item is misplaced, including who to contact and how the issue will be addressed.

To ensure patients fully understand these responsibilities, the handout is included in our Patient Welcome Packet and reviewed with the patient upon admission. This process helps build trust and promotes active patient participation in managing their belongings, ultimately contributing to a better overall care experience.

While people may not always anticipate their next hospital visit, there are three key measures hospitals can take for patients with scheduled surgeries and planned procedures:

1. Communicate in Advance: Inform patients and their families about what items they should and shouldn’t bring to the hospital. Remind them to leave valuables like jewelry and cash at home while reassuring them that essential assistive devices, such as eyeglasses, hearing aids, and dentures, should be brought along.
2. Prioritize Patient Belongings: Foster a culture that prioritizes the safeguarding of patient belongings. Train your admission staff on their responsibility to track and secure these items throughout the patient’s stay.
3. Make Policies Accessible: Clearly post your lost belongings policy on your website and ensure that patients are aware of it prior to their visit.

In conclusion, safeguarding patient belongings is not just about preventing loss—it’s about building trust and fostering a sense of security. By clearly communicating both the hospital’s responsibilities and the patient’s role in managing their personal items, we create an environment where patients can focus on their care with confidence. As we continue to refine our processes and share success stories, we must remain committed to making the protection of patient belongings a priority, ensuring that every patient’s journey is as smooth and worry-free as possible. With shared responsibility and open communication, we can enhance the patient experience and promote a culture of respect and accountability.

About the Author
Cathy Mixon serves as an Acute Care Patient Relations Liaison at M Health Fairview, where she addresses patient and family concerns to enhance their experiences. She is currently part of a project team focused on improving the tracking and management of patient belongings during hospital stays. Cathy holds a Master of Science in Occupational Therapy from Washington University and brings 22 years of healthcare experience, with the past eight years dedicated to Patient Relations.